What is the proper procedure to document a complaint in IRIS?

Documenting a complaint in IRIS requires a systematic approach to ensure accurate recording and proper categorization of the issue. The most effective method is to utilize the IRIS complaint script, which is specifically designed for this purpose. By entering the details of the complaint into the script, you not only create a reliable record but also select the appropriate type of complaint, which aids in tracking and analyzing customer feedback. This structured documentation is essential for understanding trends, addressing issues effectively, and enhancing overall customer service.

The other options do not align with best practices for complaint management. Simply informing the customer to call back later does not resolve their issue and misses the opportunity to document important information. Forwarding the complaint to a supervisor immediately bypasses the initial documentation process, which is crucial for maintaining a clear record and may result in inconsistent handling of similar complaints. Ignoring a complaint, even if the customer appears satisfied, undermines the importance of comprehensive documentation and could lead to unresolved issues that could affect customer satisfaction in the long run.